VIP Experience Architect

Highgate Hotels L.P.; San Francisco (CA); On-site; USD 120,000 - 180,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) Retirement Plan with employer"s

Paid holidays

Paid vacation

Tuition reimbursement

Job summary

Highgate Hotels in San Francisco's Nob Hill is seeking a VIP Experience Manager to lead personalized experiences for our hotel's VIP and Distinguished Guests. You will partner with the General Manager, Chief Concierge, and department leaders to ensure preferences are understood and thoughtfully executed.

Responsibilities include coordinating arrival, stay, and departure plans, building guest relationships, and driving service recovery and improvements to the VIP program, while maintaining

Qualifications

• Previous experience in hospitality, administrative support, guest services, or a related environment required.
• Ability to manage multiple priorities, adapt to changing operational needs, and independently follow assignments through completion.
• Professional and service-oriented demeanor, and a polished presence.
• Strong written and verbal communication skills with the ability to interact effectively with guests, executive and external partners.
• Proficiency with Microsoft Office; experience with Opera PMS, Alice, or similar hotel systems preferred.
• Demonstrated initiative, resourcefulness and ability to work collaboratively across departments without requiring direct supervisory authority.
• Flexible availability including evenings, weekends, and holidays.

Responsibilities

• VIP Planning and Personalization: Review upcoming VIP and Distinguished Guest arrivals, including returning guests, special occasions, and other priority stays, to identify preferences, expectations, and opportunities for personalization.
• Arrival, Stay, and Departure Coordination: Serve as a primary point of contact for assigned VIP guests, providing a warm welcome and maintaining appropriate contact throughout their stay.
• Guest Relationships and Service Recovery: Build genuine relationships with VIP and returning guests by anticipating needs, recognizing preferences, and providing attentive service without being intrusive.
• General Manager Partnership and Special Visits: Keep the General Manager informed of significant VIP arrivals, guest milestones, sensitive concerns, and opportunities for personal engagement.
• VIP Program Quality and Improvement: Review VIP feedback, recurring requests, service concerns, and operational observations to identify opportunities to improve the guest experience.

Skills

Hospitality experience

Administrative support

Guest services

Communication skills

MS Office

Opera PMS

Alice

Multitasking

Flexibility

Tools

Opera PMS

Alice

Job description

Highgate Hotels in San Francisco's Nob Hill is seeking a VIP Experience Manager to lead personalized experiences for our hotel's VIP and Distinguished Guests. You will partner with the General Manager, Chief Concierge, and department leaders to ensure preferences are understood and thoughtfully executed.

Responsibilities include coordinating arrival, stay, and departure plans, building guest relationships, and driving service recovery and improvements to the VIP program, while maintaining